Operations Manager – BFSI (Complaints‑Led Operations)

Job description

Overview Operations Manager – BFSI (Complaints‑Led Operations) Management Responsibility for: Operations Assistant Managers (OAMs) Travel Required: Occasionally: Reports to: VP / Director of Delivery Location: WAHA: Salary: DOE: Job Summary / Overview: The Operations Manager (OM) is accountable for the end‑to‑end delivery of BFSI contact centre operations, with a strong focus on formal complaints handling, regulatory compliance, financial performance and client confidence. The role is responsible for leading operational teams to deliver safe, fair and compliant customer outcomes, ensuring all client, commercial and regulatory obligations are met, while driving employee engagement, productivity and continuous improvement in line with Teleperformance standards and values. Key Responsibilities and Accountabilities: (May perform other duties as requested not specifically addressed in this document) Own day‑to‑day operational delivery for one or more BFSI business units, including formal complaints handling and regulated customer journeys. Be fully accountable for performance across all business and client targets, including P&L, gross margin, KPIs, quality, absence, attrition and engag...